Q: How can I return my order?
A: If for any reason you are not satisfied with the order, you can send this back to us. To be eligible for a return, your items must be unused and in the same condition that you received it. It must also be in the original packaging.
You can send the items to our warehouse, please note that the shipping costs are on your own expense. Please ensure the item you return will be handled with care. We are not responsible for any damages that happen during the return shipment or for the loss of your item during shipment. We recommend using a postal service that insures the value of your returned products or gives you a proof of delivery. Damaged items will not be accepted. The item must be returned undamaged and with the labels attached. To return your order, please fill in the complete return form you have received and attach it to your package. Please send the package to the following address:
Casa Gitane
Kuiperbergweg 26a
1101AG Amsterdam
The Netherlands
For our Dutch clients only: You can also use our returnportal https://casagitane.shipping-portal.com/rp/ which gids you through the entire return process and let you send the items back with a postal service that is less expensive then when you send it back yourself.
Q: What is the return term?
A: You can return your order within 14 days after you received the order. After the 14 days we can't offer a refund or an exchange.
Q: Which items are not refundable?
A: Custom made products, clearence items and our giftcards are not refundable.
Q: I send my order return and haven't received my money back yet, how is this possible?
A: After we receive your package returned we will check if this is not damaged. After that we will make a refund of which you will get an confirmation email. Then it takes up to 10 days for the refund to be completely processed.
Q: An item has arrived broken, how do we proceed here?
A: If an item of your order has arrived broken, you can send an email to webshop@casagitane.com. Please add a picture of the broken item and a picture of the inside and outside of the box it was send in. You can then choose to get a new item shipped to you or to have a refund for the broken item. We will send a return label to send the broken product back to us, incase the product is to damaged we will let you know so you can throw this away.